"I was suddenly admitted via A&E ..."

About: Bristol Royal Infirmary

(as the patient),

What I liked

I was suddenly admitted via A&E where A&E doctor and nurses were very efficient and caring. The medical registrar on call on the 21/2/10 was very thorough and explained to me what was going to happen next.

What could be improved

I think that nurses and doctors are very busy in A&E. The presence ofHealth care assisstants in A&Ecould be beneficial .They could help patients to use the toilet. I asked for help and the nurse said I will be there in a minute, This did not happen until 2 hours later. Fortunatelly my husband managed to find a container where I could pass urine. I now understand the stories I heard from elderly patients when they said they were wet for a while.

Anything else?

When I was sent to the surgical assessment unit the nurses were very efficient and caring.Whenever I needed to use the comode they were soon helping anyone in my room.

I was changed then to 1A ward where I was expected to be more mobile and independent. There, I didn't have much help when I needed the toilet. I found this difficult.

On the whole I can say that doctors,nurses, domestic staff are on the go all the time and I just want to say thak you to everyone of them who work under pressure and try to do their best for us.

Patients are moved quickly in order to make beds available. Maybe we could do with more beds for medical wards so that patients are moved from A&E to the ward they need to be admitted to. This will certainly decrease anxieties in the patients.

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Responses

Response from Bristol Royal Infirmary

Thank you for taking the time to post your comment. We will pass on your thanks and appreciation to the Surgical Assessment Unit and A&E – it is always good to hear from patients who find our staff caring and efficient. However, we are concerned to hear that some of your stay with us was rather more mixed, and would like to apologise that we did not provide excellent care throughout your time at UH Bristol. Your comments have been passed on to the Matron for Ward 1a, and while we appreciate your recognition that our staff do work very hard, often in very challenging circumstances, the Matron will use this as an opportunity to highlight your experience and will remind all staff about the need to deliver the very highest standards of care at all times.

Our Matron in A&E was equally concerned about your experience and recognises the need for more Healthcare Assistants and we are currently recruiting for two additional posts, which should go some way to addressing the issues you raise. Patients are moved quickly through A&E wherever possible as it is not suitable for long stays, and we strive to move patients onto wards or discharge them as soon as we can. You may already be aware of the developments we have planned for the BRI over the next few years for a new ward block, which will provide a modern, purpose designed environment for our patients and will match the high quality of clinical care provided by our staff.

Thanks again for your feedback, if you would like us to follow up your individual case then please contact our Patient Advice & Liaison Service (PALS) on 0117 342 3705 or email pals@UHBristol.nhs.uk

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